Last updated: September 2026
We want customers to be satisfied with their Prestige order. Because many of our products are printed or manufactured specifically to each customer's requirements, different return rules may apply to personalised products.
Personalised and Printed Products
Products that have been personalised, custom printed or manufactured to your specifications generally cannot be returned simply because you have changed your mind, subject to your statutory rights.
Once production has started, cancellation may not be possible because the product is being made specifically for your order.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty, misprinted due to an error on our part, or materially different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs showing the problem
- Photographs of the packaging where there has been delivery damage
We will investigate the issue and, where appropriate, may offer a replacement, reprint, repair, price reduction or refund depending on the circumstances and your legal rights.
Customer Artwork Errors
We cannot normally provide a free reprint or refund where an error was contained in artwork supplied or approved by the customer, including spelling errors, incorrect contact details, incorrect dimensions or low-resolution artwork, provided we have printed the approved/supplied artwork correctly.
Colour Differences
Colours viewed on a screen can differ from printed colours. Minor variations that are normal within commercial printing processes are not necessarily considered defects.
Cancelling Before Production
If you need to cancel an order, contact us immediately.
If production has not started, we will advise whether cancellation and a refund are possible.
Once a personalised product has entered production, cancellation or a full refund may no longer be available.
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law.
For returns or order problems, contact:
Email: info@prismora.co.uk
Telephone: 0121 3686402